The Alaka`ina Foundation Family of Companies (FOCs) is looking for a PC Support Technician II to support our government customer located in Albuquerque, New Mexico.

The candidate selected will resolve technical problems in a service desk environment, uses expertise in customer service and technical knowledge gained from prior service desk experience to resolve issues surrounding installation, usage, and training on software and/or hardware products; will assist with classroom support and service desk projects as they arise.

DESCRIPTION OF RESPONSIBILITIES:

• Provide technical assistance to the NTC instructors, students and users in response to requests submitted either in person, via Revelation ticketing, emails, or by phone.
• Respond to trouble tickets, follow up with user and resolve issue in a timely manner
• Complete special tasks and projects as assigned by the Service Desk Supervisor
• Setup and support computers/printers/projectors, and Smart Boards for classrooms in a networked and stand-alone environment
• Performs all duties according to established guidelines, SOPs and policies.
• Maintain hardware inventory as related to government computer equipment
• Maintain software inventories for user based applications
• Create and maintain user and e-mail accounts within Windows Active Directory and Microsoft Exchange.
• Communicate and escalate issues to the Service Desk Supervisor; work and communicate issues as necessary with other members of the IT Department
• Perform work duties with minimal supervision
• Maintaining and managing Enterprise Imagining Solutions.
• Maintaining and configuring IT service management software

REQUIRED DEGREE/EDUCATION/CERTIFICATION:

• Bachelor's degree in computer science, information technology or a minimum of 4 years related work experience.
• A+ preferred certification preferred.
• ITIL certification required or must be able to obtain.

REQUIRED SKILLS AND EXPERIENCE:

• Must be proficient with Windows OS 10 in a stand-alone and networked environment.
• Proficient in the deployment, troubleshooting, and use of Microsoft 365 (MS Office suite).
• Familiar with IT service management ticketing systems.
• Experience with smart card multi-factor authentication.
• Excellent organizational, communication, and customer service skills are a must.
• Must be able to work as a productive team member and as an individual.
• Must be proficient in all facets of PC installation, repair, and configuration.
• Experience in using Active Directory for user account and group management.
• Experience using Microsoft Exchange for mailbox and distribution group management.
• Experience in the management of Virtual Desktop environments (VMWare - Horizon) is preferred.
• Must be skilled in the use of image deployment technologies.
• Proficient in both networked and local print management.
• Knowledge of and experience with full disk encryption technologies.
• Must be able to create, maintain, and follow technical documentation (SOPs).
• Must possess excellent troubleshooting skills.
• Must display excellent attention to detail.

The Alaka`ina Foundation Family of Companies (FOCs) is a fast-growing government service provider. Employees enjoy competitive salaries. Eligible employees enjoy a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 11 paid holidays.

We are an Equal Opportunity/Affirmative Action Employer. We are proud to state that we do not discriminate in employment decisions based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. If you are a person with a disability and you need an accommodation during the application process, please click to request accommodation. We E-Verify all employees.

The Alaka`ina Foundation Family of Companies (FOCs) is comprised of industry-recognized government service firms designated as Native Hawaiian Organization (NHO)-owned and 8(a) certified businesses. The Family of Companies (FOCs) includes Ke`aki Technologies, Laulima Government Solutions, Kpono Government Services, and Kapili Services, Po`okela Solutions, Kkaha Solutions, LLC, and Pololei Solutions, LLC. Alaka`ina Foundation activities principally benefit the youth of Hawaii through charitable efforts which includes providing innovative educational programs that combine leadership, science & technology, and environmental stewardship.

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